零售业超市卖场服务管理探析——以福州永辉超市为例  

On Service Management of Retail Supermarket:A Case Study of Fuzhou Yonghui Supermarket

作　　者：郑晓真[1] 

机构地区：[1]福建商业高等专科学校工商管理系,福建福州350012

出　　处：《福建商业高等专科学校学报》2015年第6期33-38,共6页Journal of Fujian Commercial College

摘　　要：在国内零售业经济增长缓慢、顾客对消费服务要求提升的背景下,零售业超市卖场须加强服务管理、提高服务品质以增强市场竞争力。以问卷调查的形式调研发现,顾客对福州永辉超市售中服务投诉量大、满意度低,超市卖场应强化工作人员服务意识,培养其换位思考习惯。售前服务方面,超市卖场应提升交通便捷度,增设购物大巴线路与有偿泊车服务。售后服务方面,超市卖场应完善顾客休息区设备,简化退换货流程,还可邀请顾客参与超市服务创新小组研发工作。Retail supenmrket needs to strengthen service management, improve service quality in order to enhance market competitiveness. A questionnaire survey shows that customers＇ low satisfaction for service in Fuzhou Yonghui Supemmar-ket. Therefore, supermarket staff should cultivate the sense of service. In the process ofpre-sales service, the supemar- ket should add shuttle bus line and paid parking to enhance the convenience of transportation. While, as to alter-sales service, supermarket needs to improve customer lounge facilities, simplify procedure ofretum and exchange goods, and in- vite customers to participate in the service innovation.

关 键 词：超市卖场服务 服务品质 消费感知 

分 类 号：F715[经济管理—产业经济]